United Airlines
reviews and complaints

Hi, on july 02 of 2017 me and my girlfriend traveled to cancun on flight 1052 from ewr airport. my girlfriend Nisa lost her father 3 months ago and was sad and depress. so ı decided to take her to mexico to make her a little happyand for her birthday and our anniversary that is on july 5th. on june 22 2017, 5 days before my birthday my 39 year old brother past because a cancer in the lungs.i went to my native country from 06/24/17 to 06/30/17. my friends and family bought me gifts to ease my pain and my birthday. my girl gave me some anniversary gifts and i did the same for her. for her birthday and anniversary that it happens to be in the same day. i arrived at ewr for my flight #2037 at 650am. the lady said that my flight was overbooked and gave me a direct fight to CUN #1052 at 1030am. i asked the lady 3 times if my luggage will me in flight 1052, she replied yes. i get to CUN and my bag wasnt there. i waited 2 hours and the baggage claim guy tod me that they will bring it to my hotel at 7pm. my bag got there like at 1120pm. when i opened my bag i was missing all my belongings and my girls too. i called everyone and all they can say is im sorry and sent it to baggage claim. i went to mexico loose stress not gain. i went thru the worst experience and my vacation was destroyed by the thief you have working for united in CUN. i cried of anger and disappoinment. you know what is like to be in a third world country without clothes and with the same blue shorts i bought in tulum. no. all my presents that my love ones gaved me stolen, with physical and sentimental values. please arrest those criminal working for united in CUN. i tried every way but i allways endup talking to a computer. can i please speak with a person that can understand my feelings. my vacation went down the pipe. my time, anniversary, my girls birthday and my birthday gift was stolen from us. and i blame unıted airline.it physical, emotional and sentimental values damages. pls be fair. thanks God bless

I was traveling from Las vegas to Newark and i knew about the requirements for the baggage allowed and the charges. What happened was that i insisted at the check-in desk that i wanted to check-in my carry on bag which was small. Despite my insisting to check-in the check-in attendant assured me that i will be allowed to take the bag with me in the flight without charge. When i boarded the plane, I was told that i will have to pay $175 for the small carry on. I was forced to pay the fee despite of my explanation that the check-in person assured me i will not be charged. Additionally, my terms of the ticket mentions that such fee will be $50, so i do not know how it ended up being $175. I am guarantee that this is fraudulent activity and i am going to make sure that i make this story viral. I knew i should not had given United a chance after knowing how badly you treat your passengers.

After carefully examining united's website choices with clear details listed, I chose my flight itinerary.
After paying, I then receive itinerary confirmation with important detail different from what was clearly listed on website.
Immediately, I tried bringing it to their attention. (Even sending, sending & resending pictures of the 2 seperate pages with the difference) I wanted an explanation and/or resolution. (Via email)
Customer service dumped me off to "tech support". Eventually I called, still received neither. Was told they didnt receive any attachments ; later... That they could not open it.
Either way, never dealt with the discrepancy! Just tried to make it seem I "mis-read" the 2 seperate pages. (When I clearly did not!) fortunately, I took 2 pics of my selections before purchasing. I had 2 pics of proof!
Never once did they take my complaint seriously, & at least try to understand what I saw/chose on their own website! It was not "customer service".
This company is running a very 'poor track record' when it comes to dealing with customers!
I am really regretting being a long-time flyer with united!

Terrible company! I regret the day I booked with United Airlines!
Their airplane was terrible, it was very old, there was that nasty smell and crew members were rude! I asked for a glass of water and they said that I have to pay if I want to drink something. I was travelling with my son and he's only 11 years old. It was very cold so I asked them to bring a blanket for my son and they said that I have to pay for that too! This was the worst flight ever! United Airlines is quite expensive but their service is extremely poor!

On 9/12/16 at 11:40am I tried to make a change on my flight using customer service. I dialed [protected]. After a long wait and many prompts agent Emma attempted to assist. I had to repeat myself many times and not because of any language barrier. She basically could not understand and acted more like she was sedated/lethargic and didn't care. When I asked for a manager I was put on hold for 20min. I later called back only to go through the long irritating automated system once again. I requested for a manager (Cheryl) and she was able to handle my simple request.
This is where it went weird today 9/13/16, I have received several crank calls that come in with United Airlines caller ID #. When I ask "Is this United Airlines", the caller hangs up.
Totally Unprofessional!

Welcome to the new spirit airlines. I have flown united for year but this is the last time. Boarded a flight from porto rico to chicago. Yes 737 with added seats to make it more tight then ever. Sat next to a lady with a 2 year old who refused to be belted for take off. To be fair there were about 4 babies with the same attitude. Lady requested i change seats with her husband so that they could be together. I cannot do a window seat and told her i was sorry but could not. The fun began once we took off. Blood curdling screams from the child who kicked me multiple times. Dad decided to take over once in the air so we now had 4 in 3 seats. The fun did not stop there. Dad switch seat multiple times and finally the 2 people sitting next to dad changed and they got smashed into the window next to me. The lady behind me could not get out of her seat without grabbing my seat along with a hand full of my hair. We were jammed to capacity folks in seats that did not recline and knees touched the one in front of you so don't even think about moving. Want free wifi? Swipe your cc. Want a movie for distraction? Swipe your cc. Want a bag of nuts better have the cc handy. The only difference from spirit and united now is the coffee is free. Never again!

On July 25 I was ticketed to fly from Austin, Texas to Gunnison, Colorado for what I hoped would be a restful vacation week. It was not due to United Air. The first leg of the trip was cancelled because of mechanical problems. I was rerouted after waiting in line for a long time to Houston, Texas then to Gunnison. After hours of delay, the flight was cancelled. Ithe customer service line for next day flights was at least a city block long. I tried to get my checked bag downstairs but was tol it would take 2-3 hours to get my suitcase. I called the United 1-800 number and held for 40 minutes with no person to speak. I then went to another airlines and booked a ticket to Phoenix that night and Phoenix to Denver the next morning. In Phoenix I called about 11pm to the United 800 number, waited 40 minutes to talk to a gentleman with heavy accent who took 30 minutes to hold my seat from Denver to Gunnison. I had no bag so bought clothes at airport. Finally got to Gunnison on day 2 but without bag. My family had been there for 4 days and I had lost a day of vacation with them. My bag showed up in Gunnison on day 3, but United refused to have it delivered to me in Crested Butte 30 miles away. I paid a driver $40 to bring my suitcase to me. I did not fly home on United and will not choose to fly that airline again. I will write this complaint on every online forum I can to warn others about this shoddy customer service. While mechanical and weather events cannot be avoided, there is an expectation that for $1, 000 flight (one way) the airline should have personnel to assist with rebooking and answering phone calls.

We have just landed from our long and worst flight we have ever encountered.
As an Economy PLUS flyer, we did not have IFE nor reading light for the entire flight duration (approximately 10:30h). Staff, including the flight manager, was terribly inconsiderate and careless about the case and made us feel very uncomfortable with the already awkward situation.Although no less than 7 people were sleeping on 3 seats in the aircraft, no alternatives were offered for us besides waking these people by ourselves and find a solution on our own.

I have filed an official complaint in their website. Are their any tips how to deal with such a terrible service?

United airlines are very expensive, but their service is extremely poor. I flew on one of their airplanes and it was terrible! It was really old and I really thought that we are going to crash. Everything inside was old too, the place was a mess, it was dirty and smelly. That was the worst airplane I've ever seen. And also you have to pay for everything! They don't even feed their passengers! Even their business class is terrible. I'm very disappointed with United airlines.

Today [protected]) I called United Airline customer service [protected]) to refund my mother's flight ticket (purchased with award miles). The representative, Janet Martinez, confirmed the transaction, charged $200 on my father's debit card, and we received the confirmation email saying "Sun., Oct. 25, 2015/Visa 4271 was charged 200.00 USD for the following: MileagePlus Redeposit Fee / EDD [protected]". Finally, I asked her when we should expect the award miles go back to my mother's account, Janet asked me to wait (10 minute, and asked me to wait another 10 minutes), then told me she cannot refund it because it is part of the roundtrip itinerary. I asked her where I can find this refund restriction, Janet asked me to wait again (another 15 minutes) and cannot tell me. So Janet transfer me to her supervisor, Violeta Caballero, she showed me a webpage saying the ticket has to be unused. The ticket is not used and the rule doesn't say roundtrip, and why we can get the confirmation email if it is not allowed, Violeta hung up arbitrarily while I was explaining the above reasons to her. It is unbelievable that UA's customer service supervisor hang up on customer. I called again and another representative, Lyn (who refused to give me her last name), answered my call, I explained the above situation to her and asked to speak to Violeta, Lyn said she cannot transfer me to a particular person but she can transfer me to that department, I said OK and Lyn transferred me to some line that has non English greetings. I waited for 1 hour and had to give up. My father's debit card is still charged with $200 dollars and the award miles is not refunded to my mom's account. I cannot believe a big company like United Airline treats its customers this way and steal 35, 000 award mileage plus 200 dollar from my parents.

On September 7th, 2015. I boarded United Airlines flight 1934 from Sacramento to Houston. I was seated in First Class, on time, as I had purchased my entire set of flights for first class. I was traveling alone and was scared to be in close quarters with men. Just a thing with me, but that is why I paid extra to be seated in first class. I also made sure it was a class that offered a meal, as I am diabetic.

After having boarded the plane, while waiting for the plane to taxi, the captain explained that there was some sort of fluid leak and we would be taking off late, for it to be fixed. That added 45 minutes to my travel time. Unfortunately, by the time we finally arrived in Houston, I had missed the final boarding call for my flight to Orlando on flight 1252 by 60 seconds, and was not allowed to board. That was the second thing that made me mad. So my gate to depart was C-40, the gate I arrived from was C-39. They had not finished boarding until after I got off that stupid plane. I get over there, and there is me, and a gentleman. I have a first class ticket, in my hand, and the door to the gate is still open. I show the woman my ticket, she looks at me with no empathy at all, says "i dont have anything for you." Takes the other gentleman back with her, and shuts the door in my face. I had a ticket in my hand...but she could take the other person. I started crying because it was a bad day, and another gentleman who works for the airline came over to me, took my ticket and thought it was ridiculous that they wouldn't let me on. So he walks me over to another UA gate person and she wont even look me in the eye. She just looks at him and shakes her head. "Too late, its closed." I understand it was closed, that wasn't the part that pissed me off. They were rude and a more appropriate response would have been "I am so sorry, but unfortunately we cannot let you board." Or whatever.

So I was automatically rescheduled for United Airlines flight 1644 to Orlando which left nearly 2 hours later. I was given a ticket to sit in economy, due to availability issues. This is troubling for me for a couple of reasons. First of all, as I said, I have problems with traveling alone and sitting close to male passengers. Also I had paid for the first class ticket where I would be provided lunch and directv without cost.
Due to problems beyond my control, a mechanical issue with the UA plane, and an issue on the taxiway causing us to wait even longer to disembark, I am subjected to service and situation far below what I have paid for. Also, something that really bothered me is that, while we were waiting to take off while this mechanical issue was being taken care of, the captain upgraded everyone in economy to have complimentary directv. That is fine, for them. They had a bad day too. But first class passengers didn't get anything complementary. Essentially, all we ended up paying for was 2 or 3 inches extra seat space. When I booked this ticket, I booked it through both the United airlines website, as well as clarifying that I wanted first class tickets over the phone with a representative. So, to sum it up, I missed a connecting flight, I was squished into the very last row in the corner and was the last person off the plane, I had no complimentery entertainment, and no meal, and arrived to my final destination 4 hours later than what I had scheduled.

So I call today and am on the phone for 1 and a half hours because they tell me all I can do is submit a complaint through the website. And I am told that "sometimes" they return requests for contact, and "maybe" they will give you a refund. I insist on speaking to a human being and they refuse to let me. A first class passenger who pays over $1, 000 for a flight and is put into economy seating cannot be afforded the courtesy of speaking to a human being to discuss getting the difference in cost back?

On August 27th I called and tried to get info about a passenger info that was with me by the name of Morgan Jackson. The man claim he was a supervisor by the name of Max, KL he sounds like he had a assian voice. He was very rude this was about 3:00pm I asked to speak to his supervisor he states he had none. That I would have to call back again and get some one else. Then I got a Spanish recording. I am very upset by this action. I can be reached at [protected]. The number I called was [protected]. I believed it was the reservation department. I having been calling for 3 weeks about this matter no email or regular mail for her certificate as a promotion. Please help!

This was United Airlines my tickets were purchased through chase for United airline I will be closing my credit card out after this matter.

Hello Madam/Sir

I the undersigned, is a well traveled, educated (I have two masters: Economics and Business Administration) and a responsible Mileage plus customer with United Airlines. My extreme frustration and rage roots from the fact when in a 4 hours flight with due respect and consideration I ask a cabin crew member for water, and she rudely dismisses me.
I was travelling on flight UA1491 on july 2nd, when I requested Terressia (Name not properly known of spelled due to reasons mentioned ahead) for water. I had slept through maximum portion of my flight and missed the cabin crew first service cart. I got up and requested if I could get some water as my throat was parched and my legs were totally stoic due to no movement in them for couple of hours. The lady outright refused me water, when I asked her is she could give it to me in my own bottle. I asked her if that was the policy and process with the airline and she said yes. I said, few weeks when I asked another crew member for the same, he obliged me and didn't have a problem. She in an extremely rude tone mentioned she wouldnt and I would have to wait for 20 minutes before she gets the cart out and ask for beverages.. I found her tone demeaning and extremely unprofessional and asked if I could have her employee id. She refused. I said Ok, no problem, May I have her name please. She said" I am not going to give you anything!" and walked away. I as a responsible flier, didn't create any ruckus and maintained my calm as I do understand that july 4th is a peak travel season and anyone and everyone can be tired. The matter got worse when I approached another cabin crew member and very respectfully asked if he knew the name of his colleague, and his response was caught me be surprise as if a employee isn't doing something wrong or inappropriate shouldn't have a problem sharing the name as its a very public information. He said" I don't any name.. I dont her name!" and kept on doing his business rather than talking to me or listening to what I had to say. This was kind of below the belt as I felt I a non rev customer who was flying for free and shouldn't be treated with any respect ( I don't know if this could have something to do with race or culture as I am not born american or is of Caucasian decent)

My ending notes on this pathetically sad situation will be : How difficult is it for airlines to treat their travelers with very basic respect of serving them water when asked for? How can an Airline and its employees be so callous that they cannot treat a frequent flier ( its 6 months in to the year and I have traveled United 5 times domestically) with extremely basic courtesy. My request for water ONCE in a 4 hours flight was so out of proportion that the lady had to treat me obnoxiously and rudely?

I am strongly hoping there is some action taken against the airline and mentioned member so that a non american traveler doesn't feel helpless and intimidated by cabin crew for simple requests like water.

Many Thanks
Aman Sachdev

I had purchased a beautiful Savannah kitten from a breeder in Illinois, and he had dropped her off at the Ohare Airport at eleven o'clock in the morning, and the kitten was scheduled to arrive at the Petsafe location at the John Wayne Airport in Santa Ana, California at 7:00 that evening. I was concerned and distressed when the clerk at the John Wayne location had no clue where our kitten was. A half an hour on the phone with the Ohare location, we found that our new cat was still at the kennels in Illinois airport! The flight had been cancelled and nobody thought to call either the breeder or I to inform us!

The clerk told us our furbaby would be put on a nine A.M. flight, and arrive at noon. We were assured that the kitten would be given food and water, removed from her portable kennel and fed and given water. I was upset knowing she was sitting in a airport all day, but the women seemed sincere.

This was all lies. The poor kitten was not fed, the food was not even touched. She had no food or water, and her blanket was soaked with urine and feces. She was not taken from her kennel. The blanket was so saturated, I had to bathe her the second we got home. I was forced to bleach the kennel, and when I washed the blanket two days later, it was still wet from urine.

I will never give my business to United or trust in what they say. After this debacle I would never trust them with anything! I am surprised the kitten was not emotionally distressed after such a ordeal. It speaks well of how wonderful the breeder raised her. How United can treat animals in such a horrid way, I have no clue. They are a evil company!

In September I order two subscriptions from United Airlines in return for some of my unused miles - The Wall Street Journal and The Economist. I got email receipts for each and was told delivery would start in a couple of months. Delivery never came. I sent at least three emails for each to the address provided on the receipts and never got a response. In around February I finally got a response that someone would "look into it" but again, nothing happened. Finally in April someone responded when I replied to a new request that I use miles for magazines that I had never received the last ones I ordered. This time the person did discover two things that were not revealed to me before this point in time - the WSJ was never started because I had had a prior subscription paid with miles (no indication in their description or my receipt that this would be a problem) and The Economist never showed up because it was an online subscription, not a paper copy (again, no indication of this anywhere I could find). So I'm out miles which I probably would never have been able to use and unhappy not to have my subscriptions since there seems to be not much else to do with these miles.

Long post:
I called #united #airlines #unitedairlines before Jorge arrived for the holidays. We wanted to pick him up in Houston (his connecting flight) instead of Okc since we decided to go to the beach. I wanted to make sure there would not be any fees for not making the connecting flight. I spoke to the customer service department and they assured me that as long as I go to the ticket counter and let them know he won't be connecting, there would not be a fee for flight change.
When he arrived in Houston we went directly to the ticket counter and told them what we were told. They insisted they would have to cancel his return flight home because he was breaking his flight agreement and I would have to buy a new ticket for him to return home.
I asked to speak to the supervisor. She accused me (in front of a large crowd of holiday travelers) of scamming #united. I was mortified and in tears. She said that she wouldn't cancel the flight home but insisted that I pay $200 to avoid the flight being cancelled. I had no choice.
I called customer service again when I left. This time they said they don't take complaints on the phone. Convenient. I had to go through the process online. I waited 2 weeks for a response to be told I wouldn't receive a refund of my $200. This is still ongoing. Now I turn to social media. I might even have some shirts printed for my next trip to the airport.

Flight booked for round trip from Edmonton Canada direct to Houston TX for Saturday Nov 22, 2014 with 9:22am departure>Email received Friday evening Nov 21st stating flight would be delayed by 1 hr & 45 minutes but to arrive for the 9:22 departure. Arrived at airport as requested, checked luggage and waited in departure area for 3:45 hrs to board. Plane was boarded 20 minutes before departure and every seat full . After 45 minutes & stewards going up & down the aisle rearranging over head luggage we were told that due to weather in Houston they needed to add additional gas & now plane was over weight, They asked for 6 volunteers to take later flight to Houston with a connection in Denver. If not enough passengers volunteered they would choose from passengers with least expensive tickets. This took an additional 45 minutes getting the passengers to DE board & then get their luggage from plane cargo area. We were then told lights were to be dimmed to prepare for take off. Everyone on board including stewards sat waiting for take off for 20 minutes. The Captain they came over the speaker stating the flight was cancelled & to de board & a UA agent would be waiting for us to get our luggage & take through Canadian Customs and back to United counter to make new flight arrangements. The line up at the United counter was now with an additional 100 passengers and only 2 ticket agents to complete all new flight arrangements. Passengers were extremely angry & frustrated only to have United Manager come over speaker saying No compensation would be given due to cancellation because of weather conditions. It was now after 3:30pm with NO regard for passengers with connecting flight now missed & passengers now would require overnight lodging .This experience has turned off so many Canadian and American passengers from ever looking at United Airlines as their airlines of choice.

I flew United Oct. 16, Oct. 21 and Oct. 28(1) BWI-Denver-(2)final San Diego;(3) SD-San Francisco-(4)final Seattle;(5)Seattle-Denver-(6) final BWI. I am disgusted with United treatment of me as a disabled person.
I am disabled and require an airport wheelchair to get around in the airport and to go down the jetway. Airlines know this ahead of time and I always check in and remind folks along the way of my need for wheelchair service.
I've been traveling for 20 years with my disability and my experience with United ranks as the worst one ever! United managed to delay and cause me great physical discomfort and mental anguish on 4 of the 6 legs of this trip.
The worst was Oct. 16 on Flight 763 from Denver to San Diego. There was NO wheelchair when I arrive at the gate. I WAS LEFT ON THE PLANE FOR 40 MINUTES BEFORE A WHEELCHAIR ARRIVED! The flight crew kept calling but finally they just left me there. A new crew came aboard and the only reason I finally got the wheelchair was because the new flight was going to be delayed!
Two men took me in the wheelchair and got my luggage, angels who refused to take tips because they were upset about my treatment by United. Spent an hour of my life in extra physical and mental pain because of this mess. WORSE, I missed an hour of time with my dying friend I was seeing in SD. Can't get that back!
I was not pre-boarded on the Denver, San Francisco and Chicago legs. It is vey hard to board a plane with disabilities when it is full of passengers seated or standing in the aisles (you have to stand longer, get bumped about, painful and tiring)
NO ONE TOOK A COMPLAINT AT THE AIRPORT. I heard nothing despite both flight crews involvement. In Chicago, complained to the suoervisor Marc Niedzwiecki but never heard back. SF filed complaint and I received an apology email. GEE, THANKS.
Am filing ADA complaints. UNITED can blame airport service but I paid United to get me where I was supposed to be. SO YOU FIGHT WITH YOUR WHEELCHAIR SERVICE and I'll fly with better carriers who DO NOT DISCRIMINATE AGAINST THE DISABLED!

I have complaints pending against United w/th Consumer Protection Bureaus o/th US Dept of Transportation &/th IL, TX, & SD AG offices, &/th pertinent BBBs. United solicited 55, 000 Mileage Plus miles fr/me t/upgrade t/First Class all 6 segments o/a R/T itinerary MKE-LIH & LIH-MKE. After deducting th/miles, United then upgraded only 3 o/th 6 segments. Trying to be slick, United upgraded 1 o/th 3 outbound segments & 2 o/th 3 inbound segments. When I complained, United responded that upgrading 1 or more o/th segments in or out constitutes upgrading all segments. United tried th/same scam on me years ago, & re-credited th/miles back into my Mileage Plus account only after th/USDOT & IL AG intervened.

Will appreciate any advice & share info my complaint generates that might help others.

Me and my wife’s vacation was largely ruined by the aggravation and inconvenience the lack of true customer service United Airlines caused on a planned trip to Burlington Vermont.
The flights were overbooked to start as we received notice the night before when doing on-line check in. We checked our bags at the counter at MCO. Unproblematic flight. The nightmare begins in Newark. We get a text message to contact an agent when we disembark from the plane as UA4894 was canceled by air traffic control. Problem is, no one was there to deal with passengers, the few agents manning the whole terminal were facing long lines and many many counters were simply empty. Telling folks to contact an agent but not having nearly enough agents is just the start of this saga. The next text we get is to tell us we are rebooked for Saturday morning leaving at 930 am which is two days later. My wife gets in line at what seems to be a “service counter” which has 5 or 6 stations but only two agents, and in excess of 50 people in line which is not moving at all.
I call UA while my wife is in line and it is virtually impossible to get a person. This is part of the grand design, as this theme will repeat over and over again. My wife never does get through the line, but after 49 minutes per my cell phone records, I got through the endless wait time for an agent on the phone and started considering an alternate flight with a partner that would have put us in BTV around 1130 pm after flying via Washington D.C. No help form the automated kiosk for rerouting which is only telling us the Saturday flight is our only option.
However, in the meanwhile due to nearly 30 passengers being in line, my wife and I learn UA agent is offering a bus to transport to BTV (6 hour ride) but it would get us to BTV by around 800 pm. Several individuals including us asked about the baggage (my medication unfortunately was in my checked baggage). The agents actually refused to release our baggage, offering some assurances or promises that while there was no room for us on a 500 pm flight (still not sure why our flight could not just take off later as other planes were leaving all day long), but there was room for our baggage and it would be there before our bus would arrive and we would just have to claim it. That would be the first of multiple lies. To be fair, it seems different things were told to different people at different times, with some being told they had no idea when baggage would arrive and it could well be Saturday or Sunday. We were in the group that was refused luggage release and assured the bags would be there. This was important to me due to my medication.
Well, if things went according to promises there would be no letter. We would just lose the half day and suffer the fatigue of the bus trip. Evidently the gate agents there at BTV had no idea nearly thirty people would be showing up, betraying poor organization and communication and a careless disregard for traveling passengers. They had no idea what promises were or were not made about the baggage and there were some unhappy campers arriving late and tired at BTV. We were given claim forms to file. Our two bags got put under my wife’s name and given a file number (see above). The folks at BTV could provide no information or estimate on bag arrival.
We were told by the UA agent/employee/representative to contact the baggage resolution center, but to do this as soon as we could get Houston and “before the phones get turned over to India”. What an ominous warning and admission of the deliberately negligent and insufficient service delivered by UA. No such luck for us. It was immediately apparent we had India. After multiple repetitions of the issues and even 4 or 5 tries with the file number with someone who could not understand English I requested a supervisor….. lots of resistance to that, told they did not know when or if our luggage would arrive, or where it was despite my explaining this was critical to me due to the medication. Put on hold for a supervisor …. 11 minutes on hold then the call was disconnected, I redialed, tried again placed on hold again for supervisor, this time 14 minutes on hold with no supervisor – exhausted, I tried calling the Houston number which is provided as a second number on the file form… no luck, obviously India again.
Sent online forms using UA system for baggage problems and due to my concern about being without meds also the personal injury claim online:
Here is the only responses I have yet to receive now 5 days later:
*** This is an automated response confirming the receipt of your email. Please do not reply ***

Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6758153
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6756534
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Thank you for contacting United Airlines. Your message has been received and will be directed to a member of our Baggage Resolution team for review and research. For any questions related to this message, please reference case ID: 6752612
*** This is an automated response confirming the receipt of your email. Please do not reply ***
Please use this Case ID number if you need to contact us regarding this inquiry: 6750214
Thank you for contacting United Airlines. Our Customer Care team is currently responding to most inquiries within 14-21 business days. If your message is regarding an upcoming trip, a baggage delay or about our MileagePlus frequent flyer program, please refer to our helpful links below. We look forward to assisting you.
- Your United Airlines Customer Care team
So, that system is nothing but a mirage. The only thing worse than not providing customer service is making pretend you do. My vacation is now running into day two trying to get a guess of when I can get my clothes supplies and medicine. We already miss one dinner, and I spend 38 minutes Friday morning finally getting a supervisor. Supervisor seems more understanding of the urgency of getting an answer on luggage delivery but cannot explain the initial lie, or why a second bus could not have taken the luggage, or the same bus could not have made a second trip to Vermont with a fresh driver. Supervisor tries to call Newark to find out if sending a bus with the luggage is possible, but (scroll back to how many people are actually there to make pretend customer service is important)…..cant get anyone in Newark despite a long hold. We get authorization to buy some clothes, I ask for at least $150 each which he “approves”.
We cancel plans for the rest of the morning (it is now Friday around 1100 pm) and are now in the second long day in our clothing (all my clothes were in my bag along with some of my wife’s as I was carrying business papers a laptop and photography equipment in my carry-ons). My wife had no carry ons other as she does not want to lug anything. Her things are split between her checked bag and mine. Both of us are in light casual Florida summer wear and we head off to get replace Vermont rainy cold weather clothes and shoes / some supplies we had packed in our baggage which still has no known time for delivery (We were told there were no Newark Flights to VT till Saturday) but no assurance it would be on that flight. Also told we were misinformed that Houston handles any baggage claim service, and that they (India) are the only providers or people to talk to.
I had my doubts since the small flights had been overbooked and there was no apparent room on the 500 pm flight 6/12/14. My faith and belief of anything emanating out of UA is fading and my wife complaining she would never fly UA again. Not a great start to vacation.
At the hotel lobby we get some info on where to get some clothing and told that the same thing happened to the hotel clerk and this apparently happened to a number of her friends – getting bused and no luggage sent with them. We call relatives in the area and one took a taxi on a return trip from Houston and her husband delayed for 10 hours on return from California. This was just the beginning of countless UA BTV nightmares we collected.
Get to the mall to get at least some clothes. We are now soaked in our 2 day Florida clothes. I am not a big clothes shopper, but it becomes quickly clear to me shoes suitable for the planned activities, dinner clothes, and other items are going to be a lot more than $150 each, never mind women’s clothes, shoes and wife’s needs. Search the UA baggage claim thing on the internet for the phone number and baggage policy limit which is $3500. I try to call Baggage claim, obviously India again. Have real trouble communicating. I told her we were coming from Newark to BTV, then she would ask where were you coming from. Either not listening or not comprehending. She refuses to speak with me or help me, claiming she cannot find my file without my file number (a lie) and that without the file number she cannot let me talk to a supervisor (another lie, and not impossible, its either a policy or wanton obstruction). Cannot tell me what baggage claim rights I have, a number of someone at UA to complain to, a legal department number, a complaint department number, or confirm that the baggage claim limit listed on the baggage claim website is accurate or pertains. Thus the baggage claim department cannot state or confirm baggage claim rights, rules or responsibilities.
I am continuing to be upset now since there is nothing but poor baggage claim service and deliberate obstruction in trying to get to superiors who might be able to understand English or are empowered to do anything, Its now well into Friday afternoon and we are not starting any of our “vacation”. The mall does not have anything my size (I am 2xl to 3xl) but my wife finds a few things, so we head downtown to see if we can find shoes/sneakers other needs and eventually pick up what we need before making a final stop to get some toiletries before heading to the hotel to change. We get a call on the way to the hotel that someone is delivering our baggage. Would have been nice to know that before we spent the day running around for clothes and supplies, but I think at least don’t have to stop at a pharmacy to see if I can get meds before my doctors office closes on
Friday.
Wrong. Wife’s bag is there, but only has some of her stuff, as the rest is in my bag, and worse for me, my meds are in my bag. There is no way to call UA in BTV, in fact I learn there are no phone numbers on the internet for any UA local gates – it all goes to the 1800 system. In short to ask if my bag got left behind in BTV while my wife’s was delivered, I have to call, gulp, India again?, and India seems to have no more luck getting a hold of any UA agents at the airports than I do. This time I desperately try to get an agent and make it through to someone in the U.S. Express my gratitude for that and she seems to understand why I refuse to let her transfer me back to baggage claim in India. She learns my bag is still in Newark and that in fact an error was made at MCO where my bag claim number was assigned to my wife’s bag and her bag claim number to mine (a homeland security issue when you can’t even get the bags to match up right with the passengers – careless at least) and that my bag as of Friday night when we got back to the hotel was still in Newark. She could find out exactly where it was by calling the million miles phone line. Evidently that can be done, but not by the terribly useless baggage claim service which after lots of time could tell me nothing. She could not tell me when it would be delivered.
Saturday morning still no luck with getting answers from India baggage claim “service”. Supervisor unavailable. They can’t confirm the information I was provided the prior night. After holding for supervisor, told again no supervisor available. They promise supervisor will call me back, take all my contact numbers. That was another lie, NEVER got a call from a supervisor.
It’s the stuff Saturday Night Live parodies are made of: hang ups while on hold for supervisors, endless holds for supervisors, lies that supervisors will call back, internet forms to fill out that are never answered, no phone numbers for local airport UA, computer phone menus that only send you back to India, refusals of requests to speak to a department in the US or a department that can handle customer complaints, and lies about what your system can and can’t tell you (such as actually knowing where the bag is; being able to look up my account without the file number), and lies that there is even another bag claim service in the US.
Without my medication I really had to limit my food intake and activities we spent the day Saturday hiking, and attending commitments since at least now we had clothes and apparel appropriate for activities. I again don’t have my claim number with me but anxious about my medications and trying to determine if I need to go to a local ER or physician for an emergency supply of meds I call the dreaded baggage claim line. Surprise! It’s Houston! Houston baggage claim! Evidently the wonderful folks in India had posted an early obituary on their American competition and frankly lied to me I could not call or deal with Houston. Lying and misinformation at this level is not just one misinformed trainee – this is systematic obstruction and delay.
Still no response from the on-line inquiries. Houston seems a bit confused as the system (consistent with what I could see on the computerized system) stating it was out for delivery and only noting one bag (evidently the system did not clear that my wife’s bag made it). They seemed reassuring anyway that somehow it was on its way, but could not tell me where it way.
Before returning to the hotel, since we did not get a call like we did the day before, raising my anxiety, I tried calling baggage claim again. Lightning did not strike twice, I did not get Houston again. I was patient and fortunate to have a little better service from India this time. She could inform me it was my black bag that was going to be delivered and that it would “go out for delivery” at 1130 pm, and I would get a call (as we did on Friday) while it was en route to the hotel. We never got the call and as we returned late a bit exhausted from the day’s activities and the endless calls and dealings with your system very much discouraged there was no call.
Fortunately the nice people at the Marriott hotel, all sympathetic as they all seem to have had personal UA nightmares or knew people who had, were exemplary in terms of great customer service. On sight, without our asking they announced my bag had arrived. So we got to enjoy Sunday without headaches of calls to your customer “service” before being cramped on return flights and having my right knee knocked by a flight attendant with a cart since though I am barely outside of normal height I cannot put my legs fully behind the seat with hyperextending my knee and suffering cramps.
So now though I had a busy day at the office after my not so restful or healthy vacation, I am spending hours filling in your claim forms, getting copies of what you require and writing this letter before I will spend some more time making copies and faxing the claim to whatever customer “service” handles these claims.
Now, the 1800 fax number for claims gives me a no signal message. Call...India again! They repeat that is the number. After getting irate at repeated attempts to make the operator understand I am not an idiot and can understand fax error messages, I ask for supervisor. No supervisor, but did get a different baggage claim fax number. My fax to them asked for them to acknowledge receipt of the fax when it arrived... nearly 12 hours later, no response. Emailed UA counsel, president and other officials last night and 3x today. No reply.